Why is my parcel not tracking?

Just Shipped?

If your order was recently shipped, please allow 1-3 days for tracking updates to appear. Tracking information may not be immediately available. Check back in a few hours or after 24 hours as some shippers may take longer to update their tracking systems.

Correct Number?

Ensure you have entered the tracking number, not the order number. The tracking number can be found on your order page or in the shipment notification email.

Typing Errors?

Double-check the tracking number for any typing errors. Common mistakes include confusing the digit “0” with the letter “O”.

Repeated Digits?

Verify the correct number of repeated digits in the tracking number (e.g., "0000"). It's easy to miss a digit or type one too many.

Copy-Paste Issues?

If you copied and pasted the tracking number, ensure there are no unwanted characters such as "N°", "#", ",", "-", etc.

Why Did My Shipment Get Stuck at Customs?

Having a shipment held at customs can be frustrating. However, if you frequently order international items online, you might encounter this situation occasionally. Here are some common reasons why your shipment could be stuck at customs:

1. Incomplete Documentation: Delays often occur when customs clearance documentation is incomplete. Customs may need to coordinate with the shipper to obtain the necessary information.
2. Outstanding Taxes: You might owe taxes on the shipment. The package will be released once the taxes are paid.
3. Prohibited or Restricted Items: If the items being shipped are prohibited or restricted, customs may delay the shipment or even destroy the package.

Is Your Package Stuck in Transit with USPS, FedEx, UPS, or Australia Post?

Be sure to read our guide to understand all the possible reasons a package can get stuck in transit and whether you should be concerned or not.

What Do I Do If My Shipment Is Stuck in Customs?

First, ensure that your shipment is actually stuck in customs. Express shippers like DHL or FedEx often handle customs clearance. The best way to contact carriers is usually by phone, but be aware that they often use premium rate numbers, which can become expensive quickly. Contacting the shipper can help identify if there is anything you can do to expedite your shipment's time in customs. Having your tracking number on hand will help the shipper locate your package.

If your shipment is stuck in customs, first check with your carrier to ensure there are no unpaid taxes. If there are unpaid taxes, pay them promptly. If this doesn't resolve the issue, your next point of contact should be the shipper. The shipper can then contact the carrier and, if applicable, their fulfillment company. The shipper may need to provide additional information to complete the necessary paperwork. Ultimately, it's the shipper's responsibility to resolve customs issues, provided you've paid any due taxes.

However, sometimes the only thing you can do is be patient. International shipping can be slow, and customs can hold packages for extended periods. You are likely to receive your package eventually, but sometimes customs processes can be slow, and tracking information may not be updated even when your package is en route to you.

Be cautious of sellers, particularly from China, who may under-declare the value of DDP (Delivery Duty Paid) parcels to lower their tax expenses (this can also happen with DDU shipments). Under-declaring the value can lead to packages being confiscated by customs officers and can cause significant inconvenience.

While it might seem advantageous not to pay tax by undervaluing a shipment, this is considered tax evasion. Make sure this doesn't happen to you.